Midland Domestic Services Ltd Reviews 3

Reply from Midland Domestic Services Ltd

Nov 12, 2024

Thank you for sharing your concerns. We value feedback, as it allows us to reflect on our practices and make improvements. Although we aim to address all inquiries professionally, the details you’ve shared do not fully match our experience in handling this situation with your in-laws. As a customer service professional, I’m sure you understand the importance of verifying facts before addressing significant claims. Please allow me to clarify.

Upon learning of your in-laws’ dissatisfaction, we were genuinely upset and disappointed and committed to trying to find a resolution. We responded immediately; on a Sunday evening, and by Monday, had gathered information from each engineer separately, we then communicated this via email to your in-laws. For clarification, Carl was also present for part of the morning work, alongside another engineer.

We understand that whilst their expectations may not have been met, we even offered to replace the whole kitchen (lino) floor, after being told it had been torn during the wasing machine being moved, despite being told "it was old anyway." However, all offers to inspect and remedy the situation were declined. In the final correspondence, they requested to draw a line under the matter and we reluctantly respected their wishes, particularly given your father-in-law's health.

Subsequently, we received a message from another family member, alleging ill health and emotional distress, requesting we wait for further contact. Given the nature of these claims, we requested future communication proceed through formal channels. This request was disregarded, and also continued with personal insults about one of our engineers, which is unacceptable.

Regarding claims that we did not listen, investigate, or seek resolution, we absolutely handled this with transparency, care, and professionalism, so we’re unsure why you feel this further action was necessary.

We apologise if our approach hasn’t met your expectations, but please be assured of our commitment to uphold the standards and reputation we’ve worked so hard to build over the years and we will remain dedicated to continuous improvement and respectful customer communication.

To clarify further, we’re uncertain about the reference to "unnecessary plumbing work". If this refers to altering the gas supply, to meet necessary specifications, which only became apparent when the cooker was removed, Carl informed your in-laws of this and they carried out the work as agreed.

Thank you again for bringing this to our attention.

Reply from Midland Domestic Services Ltd

Feb 16, 2021

We at Midland Domestic Services do not use TrustPilot, however your review was recently brought to our attention by one of our many honest and reliable customers.

We did request this review to be removed due to it being complete nonsense however TrustPilot’s response is that they have to remain neutral and that we should reply.

We clearly and vividly remember you, as the experiences at the property you were renting at the time were not ones we’ll forget in a hurry!

Thank you for calling our most experienced, Gas Safe engineer of 36 years a cowboy and we will raise your concerns with Gas Safe directly re. their identification cards with you not wishing to accept them as being legitimate evidence of qualification.

The ‘other person’ attending your property was our final year apprentice, as following our 1st visit, when we informed your lettings agent about the visit, confirmed your aggressive and volatile behaviour and advised that it might be in our best interest not to attend the address alone in future – although in hindsight perhaps we should have refused to attend at all.

We were unable to identify any noise coming from the boiler on either visit as you kept turning it off because you were adamant it was unsafe - even though you were asked many times to turn it back on so we could try and hear if there was a problem.

The leaks/marks you kept referring to, coming from the radiators were old. There were no leaks on the radiators either but again you wouldn’t accept.

With regards to your comment about trespassing, we knocked your door (and you were expecting our visit), you answered to us and let us in? Not sure how this is deemed as trespassing, but there we are.

You are correct, we are an independent company. However, we are used regularly by the lettings agent (YourMove) and have continued to service their properties since.

We also, following your eviction, received an apology from your landlord and have continued to undertake work for him and your letting agent since with no issues at all. You are also lucky that the engineers decided not to call the police following your agressive, verbal and physical threats and that it was just left with the letting agent/landlord to deal with.